Pacific Bell and Speedware Analytic Applications
Pacific Bell, the largest telecommunications company in California, uses Speedware to track customer service.
PacBell without Speedware:
- 3 product-aligned call centers
- 1000 calls/day fielded by 52 agents
- Manual processes and paper reporting
- No measurable service objectives
PacBell with Speedware:
- Improved call-center operational efficiency
- Call and problem patterns revealed
- Precise and attainable service targets set for:
accessibility, timeliness, agent performance
- Competitive edge in customer service
A subsidiary of SBC, PacBell built its reputation on outstanding products and services for business and residential customers, including data networking, Internet development and PCS. But PacBell employees would be the first to tell you that running a world-class telecom firm demands more than offering great products and services. The true measure of performance, that sets them apart from competitors, they’ll say, is customer relations.
Maintaining outstanding customer relations is a constant challenge. Every day, 52 PacBell call-center agents receive nearly 1000 calls, which are handled at three product-specific call centers: ISDN services; Digital Subscriber Line (a T1 equivalent) and Official Communications Services, for internal projects and provisioning.
For PacBell, successful customer service has three facets: call-center accessibility, timely maintenance and provisioning, and agent performance. The insights into performance offered by Speedware’s Customer Service Analyzer application have given PacBell the edge it needs to stay on top of the heap. Otherwise, it just wasn’t possible.
To learn how Customer Service Analyzer can make a difference in your call center, give PacBell a ring. Prior to using the Analyzer, PacBell had no measurable service objectives or service targets. Call center managers wanted to monitor performance but lacked the means. Instead, they found themselves awash in data from their ACD system and customer relationship software package.
What little call-center performance data PacBell did have on clumsy paper reports had the usual big drawbacks. First, only a limited number of metrics could be shown. Second, the lists of raw statistics, out of context, made it impossible to dig for insightful performance analyses.
What PacBell needed was accessible knowledge about call-center performance, without the limitations of paper. The solution was Customer Service Analyzer.
Customer Service Analyzer is an analytic application that tracks numerous call-center metrics simultaneously and displays the results in a graphical briefing board.
The application can extract and combine data from sources such as Nortel Networks ACD system and desktop packages like Clarify. Each day, PacBell loads its call-center data and in minutes, managers have a complete, interactive performance report that includes historical comparisons per week, month, quarter or year. The charts highlight problems and opportunities, so managers can take immediate action. The briefing board also lets them drill down for lower-level details to support further investigation of issues.
In the call center, Speedware lets PacBell focus on service quality by measuring:
- Accessibility — Can people reach the call-center when they need it? PacBell’s goal is to answer calls within 20 seconds.
- Maintenance and provisioning — Are appointments kept or missed? PacBell’s timely delivery of maintenance and provisioning has improved dramatically.
- Agent performance — How are calls handled by agents? PacBell’s agent effectiveness has risen sharply with their application.
Beyond the call center, a Speedware application can unlock the data and yield priceless marketing intelligence.
Recently, PacBell’s Director of ISDN Marketing used it to analyze customer data on a range of dimensions and develop a winning marketing campaign with unique business solutions for specific customer segments.
Today, Customer Service Analyzer is an indispensable source of knowledge that PacBell relies on to improve its processes. With insights it delivers, PacBell has set service objectives it can meet and exceed, streamlined call-center operations and designed highly targeted and successful marketing campaigns. In short, for PacBell call centers, Speedware has been a ringing success.
At PacBell, customer service is everyone’s business. The briefing boards let everyone from executives to agents see consistent, up-to-the-minute metrics. By showing managers where they are in relation to their objectives, Speedware advances PacBell’s dedication to customer service.
Best of all, PacBell was able to reap these benefits quickly. A Speedware solution is typically 80% turnkey and only 20% custom. Most installations take less than 90 days.
|
